Ask for a Live Demo

Tips on coaching difficult people

Tips on coaching difficult people

[fa icon="calendar"] Jul 17, 2013 7:14:07 AM / by Briana Songer

Briana Songer

Being a Call center Coach is not always smooth sailing. Personalities clash, agents resist training or have an inability to complete goals, or there are attitude and actions you don't agree with or understand. Yet, it's an important job to ensure an agent's success. Check out the following tips to keep in mind when coaching a difficult employee.Being a Call center Coach is not always smooth sailing. Personalities clash, agents resist training or have an inability to complete goals, or there are attitude and actions you don't agree with or understand. Yet, it's an important job to ensure an agent's success. Check out the following tips to keep in mind when coaching a difficult employee.
1. Coaching can bring about emotional situations both for you and the person. Separate the person from the performance.

2. Do a little research to discover why an agent is having a difficult time. It could be a manager or someone is making things difficult.

3. Discuss in private. Nothing will demotivate someone faster than publicly being made an example of to the team for a mistake they made.

4. When talking to the person, from the beginning, make it clear you are open to honest, frank conversations.

5. Let the person feel acknowledged. However, you don't have to agree with them to let them know you heard them and their feelings.

6. Be timely. Don't delay in responding to an issue.

7. It's always easy to argue with judgment and not with the facts. Keep the conversation objective.

8. Stay professional and calm when discussing an issue. It's about fixing the issue, not your own personal opinion. So, allow the employee to have a moment to vent before discussing.

9. Stay for the agent, but against their behavior.

10. Sometimes a conversation can stay stuck on what the problem is. Focus on the outcome and talk about ways that you can resolve the problem.

There are several reasons why an employee can start to have a problem, yet there are also a number of ways that you can handle their issues. What has worked best for you coaches?

1. Coaching can bring about emotional situations both for you and the person. Separate the person from the performance.

2. Do a little research to discover why an agent is having a difficult time. It could be a manager or someone is making things difficult.

3. Discuss in private. Nothing will demotivate someone faster than publicly being made an example of to the team for a mistake they made.

4. When talking to the person, from the beginning, make it clear you are open to honest, frank conversations.

5. Let the person feel acknowledged. However, you don't have to agree with them to let them know you heard them and their feelings.

6. Be timely. Don't delay in responding to an issue.

7. It's always easy to argue with judgment and not with the facts. Keep the conversation objective.

8. Stay professional and calm when discussing an issue. It's about fixing the issue, not your own personal opinion. So, allow the employee to have a moment to vent before discussing.

9. Stay for the agent, but against their behavior.

10. Sometimes a conversation can stay stuck on what the problem is. Focus on the outcome and talk about ways that you can resolve the problem.

There are several reasons why an employee can start to have a problem, yet there are also a number of ways that you can handle their issues. What has worked best for you coaches?

Topics: Coaching, tips

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

CTA_test.jpg

Sign me up!

Subscribe

Grow Your Network!

Go To PlayVox